Technical Support Engineering

Key Responsibilities

·       Handle Incidents and Service Requests in 3rd Level Support for the Broker and LPS applications, ensuring timely and accurate resolution.

·       Daily Monitoring the Broker and LPS backend services, applications and interfaces to ensure stability, availability, and proper system behavior.

·       Perform proactive and reactive Problem Management, including detailed root cause analysis and preparation of both workaround and permanent solution proposals.

·       Support the Service Owner in the preparation and execution of Change Requests according to ITIL processes.

·       Participate in operational acceptance tests and rollout activities, ensuring production readiness.

·       Execute smoke tests on various environments to validate service functionality and early identify potential issues before deployment and “Going-Live”.

·       Create ad-hoc database reports based on Service Requests and operational needs.

·       Optimize the performance of database queries and existing SQL reports, identifying opportunities for improving overall system efficiency.

·       Develop and propose improvement measures for processes, system components (especially the existing PACKSTATION Broker applications and their interfaces), and operational workflows.

Personal Requirements

·       Excellent communication skills in English, with the ability to convey technical information clearly and professionally to diverse stakeholders.

·       Strong analytical and problem-solving capabilities, enabling effective handling of complex incidents and identification of long-term corrective measures.

·       Self-driven and well-organized working style, with the ability to manage priorities independently while ensuring high-quality delivery.

·       Proven ability to work effectively in international, virtual, and cross-functional teams, demonstrating cultural awareness and collaborative mindset.

·       High customer orientation, ensuring responsiveness, ownership, and reliable support throughout the entire incident lifecycle.

·       Resilience and adaptability when dealing with high-pressure situations, critical incidents, and changing business priorities.

·       Detail-oriented approach to documentation, ensuring accuracy and clarity in technical guidelines, knowledge articles, and operational procedures.

·       Continuous improvement mindset, with a willingness to learn new technologies, follow standards, and contribute to process optimization.

Professional Requirements

·       Excellent SQL and PL/SQL skills, with hands-on experience in Oracle environments and in the administration and optimization of complex database structures.

·       Very strong Java development skills, ideally with experience in maintaining and enhancing enterprise-grade applications.

·       Advanced Linux expertise, including system administration, troubleshooting, and performance tuning in production environments.

·       Strong scripting capabilities (e.g., shell scripting, Python, etc.) to support automation, monitoring, and operational workflows.

·       In-depth knowledge of the ELK Stack (Elasticsearch, Logstash, Kibana), including log analysis, dashboard design, and performance optimization.

·       Excellent knowledge of Global ServiceNow (Service Management Tool), particularly across incident, problem, change, and request management processes.

·       ITIL 4 Foundation certification or equivalent understanding of IT Service Management best practices.

·       Strong expertise in Oracle WebLogic, including configuration, deployment, performance tuning, and operational troubleshooting of middleware environme